Job Description

Job Summary: We are looking for an experienced Zendesk Consultant to help design, implement, and optimize our Zendesk environment. The ideal candidate will have deep expertise in Zendesk products (Support, Guide, Chat, Talk, etc.) and a strong understanding of customer service processes. You will work closely with cross-functional teams to enhance our support operations, automate workflows, and ensure a seamless customer experience. --- Key Responsibilities: Assess current support operations and recommend Zendesk best practices. Configure and customize Zendesk, including ticket workflows, triggers, automations, SLAs, macros, and user roles. Implement Zendesk integrations with other tools such as CRM systems, Slack, Jira, or custom apps. Develop and enhance Help Center (Guide) content structure and themes. Provide training and documentation for support teams and administrators. Analyze ticket data and performance metrics to recommend continuous improvements. Support change management efforts and ensure smooth rollout of updates or enhancements. --- Requirements: Proven experience as a Zendesk Consultant or Administrator. Deep knowledge of Zendesk Support, Guide, Explore, and other Zendesk modules. Experience in integrating Zendesk with third-party systems or via APIs. Strong understanding of customer service workflows and ticket lifecycle management. Excellent communication and stakeholder management skills. Zendesk Certifications (Admin or Support) are a plus.